*I've already asked tm live agent chat but just want to get some insight on this
*it doesn't affect my unifi plan, digital id and that are separate things

So basically I was trying to update the phone number for myUnifi app digital profile, well it did update to the phone number I want but after that, it suddenly asked me to update IC number and I was like, "I never requested to update this info?"

So then I out the same IC for the account and it just showed this "used by another account". I'm on the same account page using the very same email to log in that's why it was peculiar, and the info for my unifi plan bills also gone.

So i told the live agent about this problem and they told me they will unlink the unifi account from this unifi portal account then they request deletion and have to wait for 48 hours to complete deletion then i can reregister for it again (on Friday) with the same email and ic and the phone number i intended to enter, the manually enter the unifi account number to link it to this account.

Are there any Unifi users here have similar experience and give some insights on this?




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15th May 2025 finally get this problem solved! (I started reported this issue from 6th May 2025, total time it took 9 days, total report ID I was given by the TM Live agent is 4, yes 4...)

I will leave the method here for other people who has this issue like me and don't have the patience to deal with this.

You'll need these:-
1. Report IDs get from the TM live agent
2. Screenshot of the conversation between you and the TM live agent
3. MCMC account

I reported this matter on 6th of May 2025, before reporting to MCMC, make sure if they were able to solve this problem within the promised date they let you know. In my case they promised that I can put the IC number on Friday 9th of May 2025 better at nighttime (this is after multiple chats with different live agents), but in the end I wasn't able to do put the same IC into that account on the time they promised, so if you don't have patience like me, remember you must get the report ID and record it down on somewhere, be it written on a paper or record it in your Notes or notepad on PC just anywhere so both side can check (TM and MCMC and backtrack and check), take screenshot of the conversation between you and TM live agent and save it in your album or anywhere inside a folder on PC too.

Create a MCMC account if you still don't have it, and after or if you already have an account there, just make a report and post everything, report IDs, screenshot and type your situation properly to them. (You can email to MCMC too if you want, what I did was also report this matter to both TM email and MCMC email too)

The first few days from 9th May 2025 I don't let TM live agent know first that I reported to MCMC, and only after a few days I only let them TM know I already reported to MCMC, I guess this will prompt them to rush to solve this issue for real.

I try to login that email/account and at the same time I am chatting with the live agent to do it, so there won't be errors, just take screenshot of what you're doing to the TM live agent so they help you by whether you should proceed or nah.

I kept follow up this matter with both TM and MCMC every single day so yeah.

Don't be afraid to report to MCMC because this is your customer rights.
**(but only do it if they weren't able to solve your issue within the promised date and they seem like ignoring or not taking you seriously)

anyways I don't plan to use their app anymore, so I'll be only go check my account on website instead.

This post has been edited by ialive: May 15 2025, 07:46 PM

Your IC already registered with different email before. Try to login using the all email addresses you have before.. I just can mention most people register new email only to use Play Store everytime they change new phone. Basically the working email will not ask for ID verification except the owner use new email. But either updating email or phone number, it can be done within Myunifi app itself. Fyi montly bill will be sent to real email, check your current email if you say same email. I never have problem with app update, everything ok as long I not login using new email or I will end up like you, prompt for ID update.

** I have problem to login myunifi app before. Although I use correct email but the problem was the OTP code sent to verified phone number which no more active. CS help me update the number to current number I use without problem. Why? I mentioned specifically the inactive phone number, that's how CS verify real owner as what info they see on screen. Myunifi default OTP method is SMS but can change to email.

This post has been edited by hsbb: May 9 2025, 01:07 AM

Thing is the only thing I only tried to change was the phone number, not email and mykad, i am not sure why after prompted change phone number it suddenly asked me to update mykad. It is the same mykad and the same email used for this. Totally same. I have asked on FB and apparently some people also having this problem.

Issue finally solved, I edited the first post with method. Hopefully people who has this issue in the future too can refer here.

Crap.... same problem. Just updated with a new phone number and then the same issue happen.....